Buzzient social crm for telecoms
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Buzzient Social CRM for Telecoms, featuring integration with Oracle, Salesforce, Zendesk, NetSuite and other apps. Business drivers include social customer service, ARPU improvement, etc.
Transcript of Buzzient social crm for telecoms
Social Data Creates Problems
Enterprise apps are blind to Social Data
Enterprises don’t know what customers are saying, to
them, about them, or to 1B+ prospec>ve customers
1 Property of Buzzient, Inc.
The SoluDon: Buzzient
Buzzient makes Social Media visible and opera.onal to exis>ng customer engagement applica>ons
via SaaS subscrip>ons
2 Property of Buzzient, Inc.
Social Data Source Harvesting Social Engagement Layer Social Data in Enterprise Application
ecosystem for Loyalty, Sales and Service
Connect via Application APIs, Buzzient Connectors and
Buzzient Open API Harvesting Layer
Engagement Layer
Buzzient Social Media PlaHorm
3 Property of Buzzient, Inc.
Property of Buzzient, Inc. 4
Buzzient provides the ONLY cloud and on-‐premises embedded
engagement for Social CRM
CompeDDve Advantages
1. Buzzient is the only social app that integrates social data with SaaS, hybrid, and on-‐premises applica>ons
2. Buzzient EnterpriseTM can run in the public cloud, private cloud, or installed on-‐premises
3. Buzzient has developed proprietary data crawlers so third par>es like GNIP, DatasiR are not required; however aggregators can be included as data sources
4. Buzzient has proprietary, patented technology for analyzing social media sen>ment
5. Buzzient deploys an API for rapid development of integra>ons with new enterprise applica>ons
Property of Buzzient, Inc. 5
Buzzient Benefits to Telecoms
• Reduc>on of Customer Churn • Lower cost than Social Command Centers
• CPGA (Cost Per Growth Addi>on) Reduc>on • Subscriber growth • ARPU increase through targeted upsells • OEM vendor management
6 Property of Buzzient, Inc.
Buzzient Benefits to Telecoms
• Reduc>on of Customer Churn – Social now a required service channel
– Ina[en>on to social channel in service => consumers churn off to compe.tors
7 Property of Buzzient, Inc.
Buzzient Benefits to Telecoms
• Lower cost than Social Command Centers – 24/7 coverage w/o addi>onal headcount
– Automated
– Scalable as subscriber base grows
8 Property of Buzzient, Inc.
Buzzient Benefits to Telecoms
• CPGA Reduc>on – Social channels are low cost customer acquisi>on means
– Same Buzzient applica>on used to support customers can be leveraged for subscriber recruitment
• Engagement with non-‐subscribers => recruitment
9 Property of Buzzient, Inc.
Buzzient Benefits to Telecoms
• Subscriber Growth – Given the MOU on social channels, a prime environment for subscriber recruitment
• Embedded Buzzient Publisher for outbound campaign messaging
• Social-‐to-‐email Integra>on with marke>ng automa>on apps for more sophis>cated campaigns
10 Property of Buzzient, Inc.
Buzzient Benefits to Telecoms
• ARPU Increase – Dell has proven social can be used to upsell customers (Dell Outlet)
– New data plans, features, handsets can be offered through social channels to increase ARPU
11 Property of Buzzient, Inc.
Buzzient Benefits to Telecoms
• OEM Vendor Management – User feedback on devices can drive carriers’ retail mix as well as revenue subsidies
12 Property of Buzzient, Inc.
Buzzient for Telecoms
13 Property of Buzzient, Inc.
Case Study: Social Customer Care with 4G Network Rollout
The Company • YTL Communica>ons Leading interna>onal Telecommunica>ons Service Provider, B2C & B2B offerings 4G marketplace.
• 4G Rollout in Q3 ‘10
The Challenges • Monitoring user feedback comments to improve and reinforce service performance
• Lower customer service costs
• Customer Service Enhancements
• Sugges>ons • Complaints • Posi>ve comments
• Priori>za>on of Service Requests
The Buzzient SoluDon • Provided a way to monitor Facebook and Twi[er reviews in real >me
• Buzzient Sen>ment Index provides line of business managers yards>ck social customer sa>sfac>on
• Can respond directly to problem posts in seconds
The Results
• Customer Support Sat scores up 32%
• Customer AdopDon 4G increased 20%
Property of Buzzient, Inc. 14
Customer Support; Social CRM Integra.on with Oracle CRM On Demand
Case Study: Global Telecommunica>ons
The Company • Na>onal Service Provider of triple-‐play services
• Serves rural Midwest and southeast
• Specific capabili>es for hearing-‐impaired market
The Challenges • Monitoring user feedback comments to improve and reinforce service performance
• Lower customer service costs
• Priori>za>on of Service Requests
The Buzzient SoluDon • Provided a way to monitor Facebook and Twi[er reviews in real >me
• Buzzient Sen>ment Index provides line of business managers yards>ck social customer sa>sfac>on
• Can respond directly to problem posts in seconds
The Results
• Rolling out new service layer with social customer care included
Customer Support; Social CRM Integra.on with Oracle CRM On Demand
Property of Buzzient, Inc. 15
